Frequently Asked Questions

Clear answers about orders, personalization, delivery, payments and customer care. If you still need help, the ALMA team is here for you.

ORDERS — CONFIRMATION, CHANGES AND CANCELLATION

Why haven’t I received my order confirmation?

Once payment is complete, we automatically send an email with your order number and purchase summary.

If you cannot find it:

  • check your spam or junk folder;

  • make sure the email address entered at checkout is correct.

If the email is still missing, contact us with the name, last name and email address used for the order.

Can I cancel my order?

Once confirmed, an order cannot be canceled. You may request a change within 12 hours of confirmation, provided preparation has not yet begun.

Can I change my order after purchasing?

You may request a change within 12 hours of order confirmation, provided production or preparation has not yet begun. Once processing starts, we can no longer make changes.

I entered the wrong delivery address. Can I correct it?

Contact us as soon as possible. We can correct the address only if the package has not yet been handed to the courier.

Please include:

  • full name;

  • telephone number;

  • ZIP code;

  • state;

  • town or city;

  • full address.

Once the shipping label has been created, changes cannot be accepted.

I made a mistake in the personalization. Can I change it?

You may correct the personalization within 12 hours of order confirmation, provided production has not yet begun. Once production starts, it can no longer be changed.

PREPARATION, SHIPPING AND DELIVERY

When will I receive my jewelry?

We create your personalized jewelry to hold what matters most to you. From creation to delivery, allow 10–14 days in total, about two weeks. We'll email you the tracking details as soon as your jewelry is on its way to you.

In exceptional circumstances, such as order peaks or courier disruption, delivery may take up to a maximum of 30 days.

How long does a personalized piece take to make?

Every personalized piece is made especially for you and carefully quality-checked before shipping.

How long do non-personalized items take?

Non-personalized items are carefully prepared and quality-checked before shipping.

How long does delivery take?

Delivery is included in the total timeframe above. We’ll email your tracking number as soon as your jewelry is on its way to you.

How can I track my package?

You can follow your package using the tracking link in your shipping email or through our Track My Order page. Enter your tracking number, or your order number and email address.

My package has not arrived after 30 days. What should I do?

Contact our customer care team with your order number. We will open an inquiry with the courier and support you until the matter is resolved.

ALMA cannot be held responsible for delays caused by incorrect or incomplete addresses, recipient absence, courier operational issues or other circumstances outside our direct control.

If tracking shows the package as delivered, we will request proof of delivery before taking further action.

Why might tracking begin outside the US?

ALMA is an Italian brand: we select the models, the materials and the personalization options ourselves. Production is entrusted to partner workshops abroad, so tracking begins at the center that prepares and ships your order.

PAYMENTS

Which payment methods do you accept?

We accept major credit and debit cards, PayPal and the supported digital wallets shown at checkout. Where available, interest-free installment options are displayed before payment.

All payments are traceable and processed through certified, secure systems.

Can I pay in installments?

Where shown at checkout, you can choose an interest-free installment option, subject to approval by the selected payment provider.

PERSONALIZATION AND MATERIALS

What are ALMA pieces made from?

ALMA jewelry is crafted on a durable, hypoallergenic 316L stainless-steel base and elevated with a premium 18k gold finish in yellow, white or rose gold. Stones and product-specific details are listed on each product page.

Can I request extra personalization?

We can only offer the personalization options shown on each product page. We are unable to accept requests outside the available designs.

Can I choose the pendant size?

For some collections, the size varies according to the number of characters. Measurements are always shown on the product page.

RETURNS, WARRANTY AND CUSTOMER CARE

Can I return a personalized piece?

Personalized pieces are made to order and cannot be returned if you change your mind. If your item arrives damaged, faulty or different from what you ordered because of an ALMA error, we will remake it free of charge.

Can I return a non-personalized item?

Yes. You may return a non-personalized item within 14 days of receiving it, subject to the conditions in our Returns Policy.

How long is the warranty?

Every ALMA piece is covered by a 2-year warranty. For assistance, email info@almagioielliofficial.com with your order number and clear photographs.

IMPORTANT INFORMATION

These FAQs are for general guidance. Our Returns Policy, Shipping Policy and Terms and Conditions remain the legally binding documents.